Encompass/Customer Support
Screenshot of Encompass
Encompass/Customer Support is web 2.0 application for customer support organizations looking to improve customer satisfaction, improve support specialist productivity and improve coordination between engineering and customer support teams. By overlaying and integrating multiple issue management and defect tracking systems, Encompass/Customer Support provides the customer support specialist a single application to search all related knowledge relating to a customer’s issue, including similar cases, past cases and related engineering cases represented in different issue management systems or databases.
Built on the same platform as Encompass/Engineering, Encompass/Customer Support is a single comprehensive knowledge base made up of data feeds from typical case management, issue management and internal knowledge bases such as the following:
- Salesforce.com
- Siebel
- Jira
- Bugzilla
- Zendesk
- Clarify
- Wikis
- Sharepoint
- Custom data sources
In most large organizations, there are multiple case management and issue management systems deployed, each containing their own unique knowledge relating to a customer’s inquiry. Encompass/Customer Support allows a user to quickly search for all relevant information and communication threads relating to a topic or customer in chronological order, and to also find all related issues or defects being tracked by other parts of the organization, resulting in a complete picture for the customer support specialist of all information relating to the customer’s case.
